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Telephone Equipment Battery Questions and Answers

Details

Para leer esta información en Español consulte la sección Spanish Telephone Equipment Battery Questions and Answers.

Your Cox Voice service utilizes telephone equipment that is connected to your home’s power. During a power outage, you will not have access to phone service or e911 unless a battery is installed in each piece of telephone equipment at your home. Backup batteries can provide up to 24 hours of standby service or up to 12 hours of talk time using a corded telephone that does not require power and is directly connected to the telephone modem or gateway. Cox recommends checking the battery status of your telephone equipment on a regular basis. Batteries can be ordered from Cox at any time.

You have the option of installing the battery yourself, or having a Cox technician perform the installation.

Note: If you choose to have the battery installed by a Cox technician after installation of your Cox Voice service, there is an additional charge associated with the installation.

Additional Questions and Answers

View the following frequently asked questions about the telephone modem or gateway battery. If you have additional questions, you can contact us.

When did this policy start? Didn't you used to provide batteries?

Customers no longer receive batteries with Cox Voice service. The option to purchase batteries for telephone equipment has been available to customers since November 1, 2013.

How do I order a battery for my telephone modem or gateway?

You have the option to order your battery service by contacting us at 855-324-7700.

Will there be a charge for the battery for my telephone modem or gateway?

  • There is a charge for the battery backup. Contact Cox at 855-324-7700 for current pricing.
  • For qualifying Lifeline customers, your telephone modem or gateway battery will automatically be shipped to you at no cost or credited after Lifeline eligibility has been approved. Backup batteries for other Cox telephone equipment may require installation by a Cox technician at no additional charge.

    Note: Lifeline is a government program designed to make telephone service affordable for low-income families.

How long will it take to receive the battery if ordered over the telephone?

Once you have requested your battery, you can expect to receive your battery within two to three business days.

How do I install the new battery?

How will I know that my telephone modem or gateway battery is working once I have installed it, and how will I tell when it needs to be replaced?

Your telephone modem or gateway has a battery indicator light which displays the status of the battery.

The following table provides the status of your telephone modem or gateway battery.
 

Telephone Modem or Gateway Model Battery Light Status
  • Arris 502
  • Arris 602:
    • 602G
    • 602R
    • 6022
    • 6024
Solid Green No problem
Flashing Green Battery is bad
Off Battery is missing / not installed
  • Cisco DPQ3212
  • Cisco DPQ3925
Solid Green Battery is charged
Blinking Battery charge is low
Off Battery is missing / not installed

Motorola 522:

  • 522C
  • 5220
  • 5222
Solid Amber No problem
Flashing or Blinking Battery not fully charged or power is off
Off Battery is discharged or not properly installed
  • Arris TG2472
  • Arris TG1682
  • Arris TM3402
On None; Battery is good or low
Flashing or Blinking Battery is bad
Off Battery is missing / not installed
Technicolor CGM4141 Solid blue The battery is charged and ready.
Blinking green The battery is pairing.
Red Battery failure.

What if I am not comfortable replacing my battery?

You have the option of having a Cox technician install the battery. If you choose to have the battery installed by a Cox technician after installation of your Cox Voice service there will be an additional charge associated with the installation.

How do I recycle the battery for my telephone?

If you order by telephone, you will receive a preprinted FedEx label included with your new battery to use when returning the old battery, if you have one. You can also recycle your old battery at any Cox Retail Store.

What is the warranty?

The warranty period is one year.

Other Cox Telephone Equipment That Requires a Battery Backup Unit

If Cox Voice services are provided by fiber to your home, you may also have Cox-installed telephone equipment in addition to a telephone modem or gateway, and will need to purchase batteries for both. If Cox Voice service is being professionally installed by a Cox technician and a telephone modem or gateway battery has been purchased, the additional equipment battery will be installed. The Cox technician will ensure that the battery is functioning. Cox recommends checking the battery status of your telephone equipment on a regular basis.

The two types of battery backup units are as follows.

Battery Backup Units on the Outside of the Home

These units are located outside of the home in a small utility cabinet. After opening the utility cabinet, which may require a screwdriver, locate the Battery Backup Unit as shown below.

Notes:

  • Lights on the front of the Battery Backup Unit indicate the telephone equipment power status.
  • If the red light is flashing, contact a Cox Customer Care representative to schedule a service appointment for battery replacement.

image of micronode battery

Battery Backup Units Connected to an Optical Network Terminal (ONT)

A Battery Backup Unit connected to an ONT, as shown below, requires 12 D cell 1.5 volt batteries which are provided during the initial installation. The Test button on the front of the unit will have zero to three red LED lights lit, depending on the battery level. If one or no lights are lit, then the batteries should be replaced.

Notes:

  • All batteries should be replaced at the same time with new batteries.
  • Keep an extra set of batteries on hand. After the initial installation, Cox is not responsible for battery replacement.

image of battery backup for ONT

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